Complaint ID - [redacted] Customer Name - [redacted] Nature of Complaint: Repair issues Our...
response - Customer was informed that his [redacted] was stolen in a burglary along with 45 other [redacted]. We communicated through out the process with our insurance company. Our insurance company only covered our equipment and not that of our customers with this explanation - “ Regrettably, we have also concluded that the Professional Liability Policy does not provide coverage for this matter. We respectfully note the provisions of Section I. of the Professional Liability Policy, Insuring Agreement, Defense and Settlement, which states: We shall pay on Your behalf Damages and Claim Expenses in excess of the Deductible resulting from any covered Claim that is first made against You during the Policy Period and reported to Us pursuant to the terms of the Policy for Wrongful Acts committed on or after the Retroactive Date. The Professional Liability Policy defines “Wrongful Act” in Section VI. Definitions, Part U. as “any actual or alleged breach of duty, negligent act, error, omission or Personal Injury committed by You in the performance of Your Professional Services.” Moreover, the Professional Liability Policy defines “Professional Services” in Section VI. Definitions, Part O. as “only those services specified in Endorsement to this Policy as performed by or on behalf of an Organization for others for a fee or other compensation.” Endorsement E5036.1 Technology Services/IT Consulting Services Endorsement (Software Copyright Infringement) defines Professional Services as “the below listed services performed for others for compensation:
Technology Services; or Information Technology (IT) consulting services.
Here, no one has asserted a claim against The [redacted] Boutique with regard to any wrongful acts related to The [redacted] Boutique’s professional services that were performed for others for compensation. Further, the theft loss is unrelated to The [redacted] Boutique’s professional services that were performed for others for compensation. Accordingly, we regret to inform you that there is no coverage available under the Professional Liability Policy for this matter. We must also respectfully note Section III. Exclusions, Part K. of the Policy, which precludes coverage for any Claim “based upon or arising out of any actual or alleged Property Damage.” To the extent that a claim is made against The [redacted] Boutique for property damage associated with the theft loss, we regret to inform you that there is no coverage available under the Professional Liability Policy. While we conclude that the above analysis is dispositive of the coverage issues raised, we must respectfully reserve the right to raise additional grounds for denying this claim in the future, if necessary. “ It did take time but we were able to replace all customer machines form our own pocket. A replacement [redacted] was shipped via [redacted], tracking number [redacted].
In regards to this complaint the customer has the [redacted] and proof of delivery is attached. Please also find attached the invoice that was received and agreed to by customer indicating the terms and conditions of our services...
and that we do not guarantee repair times. We also show that the customer reached us via phone and was provided status updates on the following dates: 1/05/15 at 12:01 PM 1/08/15 at 02:27 PM 1/09/15 at 12:44 PM 1/12/15 at 02:34 PM 1/13/15 at 02:16 PM 1/27/15 at 02:29 PM 2/11/15 at 02:52 PM 2/13/15 at 03:24 PM 2/24/15 at 04:36 PM I am not sure if the daughter is has not communicated this information with the father. So it seems unfair to say that we have not answered calls, nor returned the repaired [redacted] in the time promised. Maybe this has been revised by customer and the withdraw of the complaint has crossed paths in the mail.
Complaint ID - [redacted] Customer Name - [redacted] Nature of Complaint: Delivery of Order
serif;">Our response - As an independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. Customer was informed through out the process that damage was catastrophic and would require extended repair time. Repair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via [redacted], tracking number [redacted]. From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoice. This includes dispute for length of repair time/non-receipt.” August 11,2016 Dear Customer: The following is the proof-of-delivery for tracking number [redacted]. Delivery Information: Status: Signed for by: Service type: Special Handling: Delivered Delivery location: [redacted] Delivery date: [redacted] Home Delivery Direct Signature Required Lewisburg, PA Feb 3, 2016 09:36
To Whom It May Concern - 5. Complaint ID - [redacted] Customer Name - [redacted]
Pro", serif;">Nature of Complaint: Service Issues Our response - As an independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. Customer was informed through out the process that damage was catastrophic and would require extended repair time. After repeated attempts to explain the nature of our service and the numerous issues with the damage caused when the customer spilled water on their MacBook, customer initiated a chargeback after the repair was completed and shipped, we recalled the shipment from [redacted]. The chargeback was resolved in the customers favor therefore we were never paid for our services and the repaired MacBook is in storage and will remain there until the bill for the repair has been paid in full. We did waive the chargeback research fee in this case. The balance is $608.00. This was the last communication we had this this customer - “[redacted] - I feel that we have reached a dead end with this situation. I have attached the portion of the terms and conditions of service that applies to this specific situation. "iSpillRepair.com does NOT guarantee repair times. All repair times quoted are estimates and each repair has unique challenges. Our policy of not guaranteeing repair times is NOT an effort to frustrate our customers rather a necessary policy to ensure each repair receives the attention it requires to ensure a lasting repair. Repair times on average are between 7- 14 days. In some cases repair times may run longer. If a chargeback initiated as a result of the customers unwillingness or inability to work with in our terms and conditions of service the repair in question will be removed from the repair cue until the Chargeback is resolved (NO EXCEPTIONS) If the Chargeback is not resolved within 7 days the unit will be recycled to recoup our significant capitol investment in the repair. Chargebacks may be subject to a $150.00 Chargeback research fee." We are equally frustrated with this debacle, your unwillingness to close the chargeback in a timely manor even after you had been advised that the repair was complete has tied our hands. Please limit any further communication from you or your mother to this form to ensure that the information clear and civil. Best [redacted] M.” From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” “30 days after your invoice has been sent we will consider your product abandoned and may dispose of your product in accordance with applicable state law. i-Geniuses.com will have sole discretion as to its disposal. 1.8 We require payment upfront for services performed, once we have diagnosed the issues. Invoices are sent via e-mail and are to be paid online through our payment system. “ From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long
To Whom It May Concern - Customer Name - [redacted] Nature of...
Complaint: Repair issues Our response - As an independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. Customer was informed through out the process that damage was catastrophic and would require extended repair time. Repair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via [redacted], tracking number [redacted]. From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoice. This includes dispute for length of repair time/non-receipt.”
Liquid damage repair is a very complex process that requires time. This [redacted] encountered catastrophic liquid damage and it was explained to the customer that this would take time. Please note that Mr. [redacted], like all customers are not even able to place an order without agreeing to...
these terms (that are clearly on our site and must be agreed to before placing an order). Mr. [redacted] was even shipped an upgraded processor."1.3 The length of time required to service/repair your [redacted] and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. This is a highly specialized repair that cannot be rushed. 1.4 You understand that in the process of working on your equipment, there is a potential for data loss.
Credit Card Authorization Policy At the time you place your order your card is charged for the amount of the service and / or part, if applicable. [redacted] does NOT guarantee repair times. All repair times quoted are estimates and each repair has unique challenges. Our policy of not guaranteeing repair times is NOT an effort to frustrate our customers rather a necessary policy to ensure each repair receives the attention it requires to ensure a lasting repair. Repair times on average are between 7-14 days. In some cases repair times may take up to 90 Days, or more."
Please note we have included the proof of delivery of Mr. [redacted]'s repaired Mac.
From: [redacted] Sent: Wednesday, March 11, 2015 11:31 PMTo: drteamSubject: Revdex.com Case #...
[redacted] In order to research and reply we ask that the consumer provide the daughter’s name that the [redacted] is listed under in our system. Without this we are unable to search our system and address the issues to find a resolution. [redacted]
Customer Name - [redacted] Nature of Complaint: Service issues Our response - As an...
independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. The best part - MacBook first arrived on 10-8-2014 the repair was successfully completed and shipped on 10-21-2014 for a total of 8 business days, well within the “average” repair time of 7-14 days and within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via [redacted], tracking number 771574859582. This is the repair she complained about, completed in 8 days and complained, then lied to us....on 08-06-2015 she claimed to have a warranty issue, when we received the unit the second time we discovered that the customer had a new spill, she eventually admitted that she had in fact lied to us not realizing we are a small business. We agreed to repair the unit again at a discount of 50%, this 2nd spill was much more damaging than the first and required extensive rework. Repaired MacBook was shipped via [redacted], tracking number [redacted]. From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoice. This includes dispute for length of repair time/non- receipt.”
Complaint ID - [redacted] Customer Name - [redacted] Nature of Complaint: Repair Issues Our...
response - As an independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. Customer was informed through out the process that damage was catastrophic and would require extended repair time. We dropped the ball on this one, customer filed chargeback and received full refund and un-repaired MacBook was shipped via [redacted] with tracking number [redacted].
Complaint ID - [redacted] Customer Name - [redacted] Nature of Complaint: Repair issues Our...
response - Customer was informed that his [redacted] was stolen in a burglary along with 45 other [redacted]. We communicated through out the process with our insurance company. Our insurance company only covered our equipment and not that of our customers with this explanation - “ Regrettably, we have also concluded that the Professional Liability Policy does not provide coverage for this matter. We respectfully note the provisions of Section I. of the Professional Liability Policy, Insuring Agreement, Defense and Settlement, which states: We shall pay on Your behalf Damages and Claim Expenses in excess of the Deductible resulting from any covered Claim that is first made against You during the Policy Period and reported to Us pursuant to the terms of the Policy for Wrongful Acts committed on or after the Retroactive Date. The Professional Liability Policy defines “Wrongful Act” in Section VI. Definitions, Part U. as “any actual or alleged breach of duty, negligent act, error, omission or Personal Injury committed by You in the performance of Your Professional Services.” Moreover, the Professional Liability Policy defines “Professional Services” in Section VI. Definitions, Part O. as “only those services specified in Endorsement to this Policy as performed by or on behalf of an Organization for others for a fee or other compensation.” Endorsement E5036.1 Technology Services/IT Consulting Services Endorsement (Software Copyright Infringement) defines Professional Services as “the below listed services performed for others for compensation:
Technology Services; or Information Technology (IT) consulting services.
Here, no one has asserted a claim against The [redacted] Boutique with regard to any wrongful acts related to The [redacted] Boutique’s professional services that were performed for others for compensation. Further, the theft loss is unrelated to The [redacted] Boutique’s professional services that were performed for others for compensation. Accordingly, we regret to inform you that there is no coverage available under the Professional Liability Policy for this matter. We must also respectfully note Section III. Exclusions, Part K. of the Policy, which precludes coverage for any Claim “based upon or arising out of any actual or alleged Property Damage.” To the extent that a claim is made against The [redacted] Boutique for property damage associated with the theft loss, we regret to inform you that there is no coverage available under the Professional Liability Policy. While we conclude that the above analysis is dispositive of the coverage issues raised, we must respectfully reserve the right to raise additional grounds for denying this claim in the future, if necessary. “ It did take time but we were able to replace all customer machines form our own pocket. A replacement [redacted] was shipped via [redacted], tracking number [redacted].
In regards to this complaint the customer has the [redacted] and proof of delivery is attached. Please also find attached the invoice that was received and agreed to by customer indicating the terms and conditions of our services...
and that we do not guarantee repair times. We also show that the customer reached us via phone and was provided status updates on the following dates: 1/05/15 at 12:01 PM 1/08/15 at 02:27 PM 1/09/15 at 12:44 PM 1/12/15 at 02:34 PM 1/13/15 at 02:16 PM 1/27/15 at 02:29 PM 2/11/15 at 02:52 PM 2/13/15 at 03:24 PM 2/24/15 at 04:36 PM I am not sure if the daughter is has not communicated this information with the father. So it seems unfair to say that we have not answered calls, nor returned the repaired [redacted] in the time promised. Maybe this has been revised by customer and the withdraw of the complaint has crossed paths in the mail.
Complaint ID - [redacted] Customer Name - [redacted] Nature of Complaint: Delivery of Order
serif;">Our response - As an independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. Customer was informed through out the process that damage was catastrophic and would require extended repair time. Repair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via [redacted], tracking number [redacted]. From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoice. This includes dispute for length of repair time/non-receipt.” August 11,2016 Dear Customer: The following is the proof-of-delivery for tracking number [redacted]. Delivery Information: Status: Signed for by: Service type: Special Handling: Delivered Delivery location: [redacted] Delivery date: [redacted] Home Delivery Direct Signature Required Lewisburg, PA Feb 3, 2016 09:36
To Whom It May Concern - 5. Complaint ID - [redacted] Customer Name - [redacted]
Pro", serif;">Nature of Complaint: Service Issues Our response - As an independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. Customer was informed through out the process that damage was catastrophic and would require extended repair time. After repeated attempts to explain the nature of our service and the numerous issues with the damage caused when the customer spilled water on their MacBook, customer initiated a chargeback after the repair was completed and shipped, we recalled the shipment from [redacted]. The chargeback was resolved in the customers favor therefore we were never paid for our services and the repaired MacBook is in storage and will remain there until the bill for the repair has been paid in full. We did waive the chargeback research fee in this case. The balance is $608.00. This was the last communication we had this this customer - “[redacted] - I feel that we have reached a dead end with this situation. I have attached the portion of the terms and conditions of service that applies to this specific situation. "iSpillRepair.com does NOT guarantee repair times. All repair times quoted are estimates and each repair has unique challenges. Our policy of not guaranteeing repair times is NOT an effort to frustrate our customers rather a necessary policy to ensure each repair receives the attention it requires to ensure a lasting repair. Repair times on average are between 7- 14 days. In some cases repair times may run longer. If a chargeback initiated as a result of the customers unwillingness or inability to work with in our terms and conditions of service the repair in question will be removed from the repair cue until the Chargeback is resolved (NO EXCEPTIONS) If the Chargeback is not resolved within 7 days the unit will be recycled to recoup our significant capitol investment in the repair. Chargebacks may be subject to a $150.00 Chargeback research fee." We are equally frustrated with this debacle, your unwillingness to close the chargeback in a timely manor even after you had been advised that the repair was complete has tied our hands. Please limit any further communication from you or your mother to this form to ensure that the information clear and civil. Best [redacted] M.” From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” “30 days after your invoice has been sent we will consider your product abandoned and may dispose of your product in accordance with applicable state law. i-Geniuses.com will have sole discretion as to its disposal. 1.8 We require payment upfront for services performed, once we have diagnosed the issues. Invoices are sent via e-mail and are to be paid online through our payment system. “ From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long
To Whom It May Concern - Customer Name - [redacted] Nature of...
Complaint: Repair issues Our response - As an independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. Customer was informed through out the process that damage was catastrophic and would require extended repair time. Repair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via [redacted], tracking number [redacted]. From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoice. This includes dispute for length of repair time/non-receipt.”
Liquid damage repair is a very complex process that requires time. This [redacted] encountered catastrophic liquid damage and it was explained to the customer that this would take time. Please note that Mr. [redacted], like all customers are not even able to place an order without agreeing to...
these terms (that are clearly on our site and must be agreed to before placing an order). Mr. [redacted] was even shipped an upgraded processor."1.3 The length of time required to service/repair your [redacted] and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. This is a highly specialized repair that cannot be rushed. 1.4 You understand that in the process of working on your equipment, there is a potential for data loss.
Credit Card Authorization Policy At the time you place your order your card is charged for the amount of the service and / or part, if applicable. [redacted] does NOT guarantee repair times. All repair times quoted are estimates and each repair has unique challenges. Our policy of not guaranteeing repair times is NOT an effort to frustrate our customers rather a necessary policy to ensure each repair receives the attention it requires to ensure a lasting repair. Repair times on average are between 7-14 days. In some cases repair times may take up to 90 Days, or more."
Please note we have included the proof of delivery of Mr. [redacted]'s repaired Mac.
From: [redacted] Sent: Wednesday, March 11, 2015 11:31 PMTo: drteamSubject: Revdex.com Case #...
[redacted] In order to research and reply we ask that the consumer provide the daughter’s name that the [redacted] is listed under in our system. Without this we are unable to search our system and address the issues to find a resolution. [redacted]
Customer Name - [redacted] Nature of Complaint: Service issues Our response - As an...
independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. The best part - MacBook first arrived on 10-8-2014 the repair was successfully completed and shipped on 10-21-2014 for a total of 8 business days, well within the “average” repair time of 7-14 days and within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via [redacted], tracking number 771574859582. This is the repair she complained about, completed in 8 days and complained, then lied to us....on 08-06-2015 she claimed to have a warranty issue, when we received the unit the second time we discovered that the customer had a new spill, she eventually admitted that she had in fact lied to us not realizing we are a small business. We agreed to repair the unit again at a discount of 50%, this 2nd spill was much more damaging than the first and required extensive rework. Repaired MacBook was shipped via [redacted], tracking number [redacted]. From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoice. This includes dispute for length of repair time/non- receipt.”
Complaint ID - [redacted] Customer Name - [redacted] Nature of Complaint: Repair Issues Our...
response - As an independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. Customer was informed through out the process that damage was catastrophic and would require extended repair time. We dropped the ball on this one, customer filed chargeback and received full refund and un-repaired MacBook was shipped via [redacted] with tracking number [redacted].